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 Horrid and Unknowledgeable Customer Service Reps
Posted Sat March 1, 2008 4:04 am, by Julie S. written to Washington Mutual
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I tried to submit this via your 'email us' feature on the website, but received a message to "enter valid text in the message field":
This is my third email; I'm tired of calling, because every time I call, I get someone who doesn't speak English and screws up the account even more. In December, I noticed a balance inquiry on my account when I hadn't accessed the account for over 2 weeks. When I called, the person on the other end told me that it took that long to post (probably). I asked if there would be an overdraft charge for it and was told that there would not be. My son's Social Security check used to be direct deposited into this account; however, when it came time for the deposit, it was not there. I again called and asked if it was showing as a pending deposit, and was told not. I contacted the Social Security office, and they stated that it should have posted. While I was at the Social Security office a few days later, I attempted to have someone from the bank fax a statement over to Social Security stating that the check had not been deposited into the account, since the statement was not yet available. The person on the other end told me that they "would have to research the account". I asked to speak to their supervisor and was abruptly placed on hold for over 10 minutes. I was calling from a cell phone and the call time was ticking away costing me even more money (that I did not have, since the money wasn't in my account). The woman at the Social Security office was very accommodating, however, and they re-issued the check even though the bank's customer service had refused to verify anything.
So, having worked in customer service, I know what happened:
Sometime either before or after the first phone call, my account had a 'hold' put on it. Now, no one notified me; I did not receive a notice either via email or postal mail. I know this because I attempted to transfer funds into the account just prior to the initial call, and later, found that the transferring bank was unable to transfer the funds due to the 'hold' on the account.
No one told me even though I called THREE times. No one attempted to clear anything up with me. The people I spoke to couldn't even speak proper English; I know this email is probably going to one of them, so it will also likely not be answered. However, I am going to post this on Planet Feedback, where it will go directly to a higher up in the actual company, not a low wage worker in a foreign country.
As a help desk technician who has seen good American jobs disappear overseas to someone who's willing to work for pennies on our dollar, I already have a strong bias towards the American worker. I can almost guarantee that if the customer service reps were American, I would have been notified of the hold on the account on the first or second call.
However, as a social activist and worker's rights advocate, I tend to give all workers a fair chance as long as their service is up to par. In this case, it is not.
I need someone to close my account(s) for me. I do not want my credit report negatively impacted, nor do I want this account put into TeleChex or any of those types of systems. I also feel that posting this in a public forum and ranting about it to my friends and acquaintances may keep others from receiving the same horrid service.
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